The Ringover integration with Intercom V2 allows you to centralize your customer communications by syncing contacts, call logs, SMS messages, and call recordings directly into your Intercom workspace. In this guide, you’ll learn how to activate Intercom V2, map your team users, and enable contact synchronization.

How to set up and configure Intercom V2 integration

1. Activate Intercom V2 in Ringover

Connect your Intercom account to Ringover and authorize the required data permissions.

1. Log in to your Ringover Dashboard.
2. Go to Store > Integrations.
3. Locate Intercom V2 and click Activate.
4. Authorize the requested permissions in the Intercom authentication window.

2. Configuration

Return to your Ringover Dashboard and click Intercom V2 to configure it. The numbered settings in each screenshot are explained immediately below.

1. Call types: Choose which categories of calls are logged in Intercom using Manage call types.
2. Include recordings in call logs: Choose which audio recordings are included in call logs.
3. Restrict access to recordings: Limit access to the call recordings included in your logs.
4. Reply to conversation via: Choose the format used to add call information to an Intercom conversation. Select Note to log it as an internal note.
5. Create events in user file for: Choose which activities create events on the Intercom user profile. Select None to disable this event logging.
6. Phone numbers: Choose the Ringover phone numbers whose calls are logged in Intercom. Use Select numbers to limit logging to specific numbers.
7. SMS messaging numbers: Choose the Ringover phone numbers whose SMS messages are logged in Intercom.
8. Link users with an account: Use Manage users to match Ringover users with their Intercom accounts for activity attribution.
9. Assign missed IVR calls to: Choose the user to whom missed IVR calls are assigned.
10. Log internal calls: Enable logging of calls between Ringover users in Intercom.
11. Include Empower summaries and transcripts in call logs: Include Empower call summaries and transcripts in Intercom call logs when available.
12. Include scenario name in call logs (for incoming IVR calls): Add the IVR scenario name to incoming IVR call logs.

13. Reopen last closed conversation: Reopen the contact’s last closed conversation when a new call occurs.
14. Close conversation after a call: Automatically close the conversation after the call and configured after-call processing are complete.
15. Logs display language: Choose the language used for the activity log content.
16. Webhook URL: The webhook address associated with your Intercom V2 integration.
17. IVR callback ticket tag: Set the tag applied to tickets created for IVR callback requests.
18. Synchronize call tags with the conversation: Synchronize Ringover call tags as native Intercom conversation tags so your team can categorize and filter conversations.
19. Data hosting region: Select the hosting region corresponding to your Intercom workspace.
20. Create contact for calls: Choose when calls from or to unknown contacts create a contact in Intercom. Select No contact page created to disable automatic creation.
21. Type of contact to create: Choose the Intercom contact type used when automatic contact creation is enabled.
22. Sync contacts (v4): Enable contact synchronization with Intercom. Use Display the last 10 logs to review recent synchronization logs.
23. Sync contacts on a call-by-call basis: Synchronize the relevant contact as calls take place.
24. Display contact's info during call and only store their info if call-by-call basis is activated: Display Intercom contact information during calls. Store that information only when call-by-call synchronization is enabled.
25. Tickets: Use Configure to choose how calls, SMS and WhatsApp messages are logged. For conversations, choose whether to create a new conversation or add activity to the last open conversation associated with the phone number.
26. Mapped fields: Use Add or edit fields to choose the Intercom fields displayed in the Info section of your Ringover dialer.

3. Synchronize Ringover call tags with Intercom conversation tags

Synchronize the tags applied to your Ringover calls as native Intercom conversation tags. Your team can then categorize and filter conversations directly in Intercom.

1. Create the tags you want to use in Ringover.
2. Create corresponding tags with the same names in Intercom.
3. Enable Synchronize call tags with the conversation in the Intercom V2 integration settings.
4. Apply the relevant tags to your Ringover call, including during after-call wrap-up.
5. Open the corresponding conversation in Intercom after after-call processing is complete to check the synchronized tags.

The integration reuses matching Intercom tags without creating duplicates. Tag-name matching is case-insensitive. Only tags included in your synchronization configuration are sent.

For example, a call tagged CALL_TAG_TEST in Ringover is associated with the matching tag on its Intercom conversation. Your team can use this conversation tag to find related calls in Intercom.

🎉 You now know how to set up the Intercom V2 integration and can find all your Ringover call records directly inside Intercom!